Bad service

I sent a parcel through PEP stores in Joburg to East London on the 1st of April and I haven't received my parcel even now, they are sending me from pillar to post saying that the courier didn't scan the parcel before it left so they can't trace them, I don't know whose fault is that. Now they say I must go there myself to investigate and I'm already in EL, whose gonna pay for the travelling expenses and accommodation, their service sucks